When responding to a customer request or complaint, how can a writer achieve the best results possible?
A) By indicating how company policy determines the response to the request or complaint
B) By indicating a more appropriate method of filing the request or complaint
C) By identifying who is at fault regarding the request or complaint, and then offering a solution anyway
D) By offering future discounts and benefits to ensure loyalty
E) By showing understanding for the customer request or complaint
Answer: E
Explanation: E) To achieve a positive result, craft a response that shows understanding for the customer's complaint, apologizes when appropriate, and identifies a solution.
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